Position: Client Success Specialist

Job Summary:

Site Impact is looking for a Client Success Specialist (CSS) to join a newly created team, reporting directly to the Manager of Client Success. The CSS is responsible for training clients how to place orders, assisting clients with questions, and ensuring orders are processed accurately and timely. The CSS is a client-oriented individual who is passionate about relationship development and problem resolution. The CSS will build and manage relationships to ensure all clients have a positive experience with Site Impact products and services.

Duties / Responsibilities include but are not limited to the following:

  • Handling day to day correspondence (via phone or email) with onboarded clients
  • Ensure all client orders are processed accurately within Service Level Agreements
  • Manage a high volume of incoming requests from clients and sales representatives.
  • Training clients on how to place their orders in our systems
  • Assisting clients with questions or concerns regarding Site Impact systems and processes
  • Analyze post campaign results to ensure our clients are getting the results they need
  • Work cross departmentally with account management, sales, fulfillment, and product development to drive improvements in the client experience

Required Skills/Abilities:

  • Excellent verbal and written communication skills
  • A true passion for clients and delivering the best possible service
  • Solution-oriented mindset to understand and solve client issues
  • Ability to work independently once given the training and resources needed (Team player but also able to work independently.)
  • Great analytical and problem-solving skills.
  • Excellent time management and organization
  • A sense of ownership and pride in your performance and its impact on the company’s success.
  • Proficiency with Microsoft Office suite (Outlook, Excel, Word, Power Point, OneNote).
  • Proficiency with Google Docs.
  • The ability to work and execute tasks under minimal supervision.
  • The capability to adapt and respond to changing work processes.
  • Attention to detail, ability to review high volumes of client requests in a very detailed way. Finds any irregularity or concerns and brings them to light. Works with minimal errors.

Education and / or Experience:

  • Bachelor’s degree preferred, but not required.
  • 2+ years of Client Success/Account Management experience preferred
  • Experience within a digital marketing / advertising company a plus

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Work Environment:

  • The work environment described here is representative of those an employee encounters while performing the essential functions of this job.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
  • The noise level in the work environment is usually moderate.